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2

Evaluation of the Cosmetic Patient

Rona Z. Silkiss

The Eightfold Path to Patient Happiness

1. Manage the balance of power

2.Listen to the patient

3.Ensure appropriate patient motivation

4.Determine realistic surgical goals

5.Screen out the difficult patient

6.Conduct thorough informed consent

7.Avoid surgical overcorrection

8.Create an aesthetic environment

Manage the Balance of Power Between Doctor

and Patient

The relationship between the doctor and patient must be bilateral and balanced. Both the patient and surgeon must be willing to walk away from the “contract” that exists prior to surgery if signs of imbalance exist. If the balance of power lies too heavily with either the patient or the surgeon, the potential for an unhappy patient is high.

The patient must take responsibility for the initial objectives of the cosmetic surgery. In order for the surgeon to meet the patient’s expectations, they must be established by the patient to himor herself preoperatively. There must be an established metric for surgical success. If there is no defined endpoint, vague dissatisfaction or even litigation is a possible outcome.

Additionally, the decision to recommend surgery by the surgeon should not be based on whether you “can” perform surgery, but whether you “should.” Patients may be asking for reassurance and may not be ready for surgery either physically or emotionally. A patient may be reacting to the increasing pressure of early surgery perpetuated by the media. Cosmetic surgery procedures may change the patient’s perception of self and lead to an unhappy patient. A patient may already be unhappy and be sublimating this into a “surgical fix.”

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Chapter 2 Evaluation of the Cosmetic Patient 7

In general, surgeons may advertise but should avoid “selling” their services. A patient will appreciate honesty. Surgical integrity will be rewarded many times over. What is rare and withheld is valued more highly.

Listen to Your Patient Before Surgery (or you will surely have to listen to them after)

In the course of a consultation with a patient, surgeons should specifi cally ask patients what they wish to achieve. Ask to see old photographs and remind the patient of his or her youthful configuration. Allow the patient to bring in photos of the desired or anticipated outcome.

The contrast between target and actual configuration serves as the basis of a discussion about what surgery can and cannot provide. This defines the “envelope of the possible” for the patient. Remind the patient that “perfection is not part of the equation” for results no matter how perfect the surgery or procedure.

Document and Demonstrate

Photograph the patient during the consultation and demonstrate preoperative asymmetry. Patients may not be aware of their own preoperative asymmetry. In contrast, with certainty, they will be aware of any postoperative asymmetry. Preoperative awareness and documentation may prevent the patient from ascribing their underlying preoperative asymmetry to the surgery or surgeon.

Ensure Appropriate Patient Motivation

Often patients will be motivated to seek cosmetic surgery in the event of a recent job loss, divorce, or life crisis. It is critical that the surgeon assess the patients’ motivation for surgery to decide if they are appropriate surgical candidates. Do not give the patient the opportunity to transfer his or her unhappiness to the recent surgery or surgeon. It may be useful to advise the patient to return after an interval of time when life circumstances have become more stable.

A patient’s surgical goals should be appropriate and self-generated.

The patient must be personally committed to the surgery and accept the risks of surgery and the physical alteration. Patients may be seeking reassurance from a consultant that surgery is optional at a particular point in time. Reassurance alone may be the best medicine. A patient trying to reestablish his or her own self-esteem, advised to postpone surgical intervention, may be your most grateful and happy patient.

Determine Realistic Surgical Goals

Both the surgeon and patient must be realistic. The surgeon needs a clear understanding of what a technique can optimally and usually provides. He or she needs to communicate this knowledge to patients so that their

8R.Z. Silkiss

expectations can be adjusted to an informed reality. In advising patients, do not assume that the patient shares your personal aesthetic or style. Be aware of misguided surgical goals such as:

1.An attempt by the patient to match a distant image ideal (celebrity).

2.An attempt by the patient to achieve arbitrary standards of perfection through more surgery.

3.An attempt by the patient to heal psychological pain by body alteration or wounding.

Misguided surgical goals may lead the patient “driving to imperfection.” This is a situation where the patient’s fervent desire to achieve an impossible ideal may lead to surgical outcomes that are quite the opposite of beauty.

Screen Out the Difficult Patient

Learn to recognize the warning signs of a difficult patient. This is a limited list of signs of the potentially difficult patient:

1.The patient’s chief complaint is one concerning prior surgeons.

2.The patient has already received multiple procedures and is still not satisfied.

3.The patient manifests an obsessive/compulsive approach to small or invisible suboptimalities. This may be demonstrated by overt selfintolerance or disdain or overly detailed, lengthy questions or email prior to considering the procedure.

4.The patient complains of pain or an abnormal feeling related to the cosmetic concern.

5.The patient continues to critically self-evaluate and primp in the mirror, despite your initiation of a conversation.

6.The patient appears to have an unrealistic expectation for the surgical outcome.

7.The patient refuses to “hear” the limitations of surgery and reiterates a desired outcome despite your explanation regarding the improbability or impossibility of same.

8.The patient displays an inappropriate level of familiarity or flattery, especially during the initial consultation.

9.The patient is inappropriately aggressive or hostile during the consultation or is inappropriately demanding or demeaning to the office staff.

10.The patient consultation takes an unusually lengthy period of time, making the surgeon uncomfortable with the degree of selfabsorption and detail demanded.

11.There is excessive “negotiating” about price, location, or insurance prior to surgery.

12.Repeated cancellation of the surgical date.

13.Insistence by the cosmetic patient that “their friend’s surgery was covered by insurance.”

14.The patient seeks urgent or emergent cosmetic surgery unrealistically close to an important social event such as a wedding or reunion.

Chapter 2 Evaluation of the Cosmetic Patient 9

15.Your intuition informs you that this patient is likely to be difficult, yet your ego struggles with your desire to “fix the problem” other surgeons have been unable to correct, leading to your own internal tension and turmoil.

Determine whether a potentially difficult patient is someone for whom you wish to care in the event of a problem. The consultation is the honeymoon phase. The relationship is unlikely to get easier. Ask whether the patient will later insist, should there be a suboptimal outcome in his mind, that he or she was not given alternatives, appropriate time to make an informed decision, or that the surgeon “rushed” to operate?

There are several psychiatric syndromes associated with difficult patients. The two most common are narcissism and body dysmorphic syndrome.

Narcissism is a condition in which the individual expresses an extreme need to be the center of attention. They make an inappropriate attempt to control the social environment. The etiology of narcissism is an underlying deep insecurity.

Body dysmorphic syndrome is manifest by an inaccurate, inappropriate assessment of body appearance. Patients manifest severe distress regarding their physical appearance despite numerous cosmetic procedures, irrespective of their actual appearance.

Surgery does not cure these conditions. The experiment has been done again and again and again. There is no need to repeat the experiment.

As a surgeon, you are not obligated to care for a cosmetic patient whom you view as litigious, threatening, or difficult or for whom you believe the surgery is unlikely to satisfy—independent of result.

Conduct a Thorough Informed Consent

It is critical that the operative surgeon obtain a thorough informed consent prior to surgery. In addition to the specifics of the procedure, the consent discussion must emphasize that “function trumps form” every time. The potential risks and suboptimalities of surgery should be discussed openly. The most common risk is “expectation risk,” and this should be discussed explicitly. Patients need to be reminded that that “perfection is not part of the equation” for surgery and if they will be satisfied with improvement they will likely be happy. If they are seeking perfection, they will not be happy.

During the patient consultation and consent, the patient should be educated regarding the aesthetic surgeon’s understanding of rejuvenation. In years past, more surgery, more excavation, more hollowness or tautness was considered the standard of care and sometimes even proof of getting “one’s money’s worth” in surgery. This provided patients with an unnatural, obvious, surgical alteration leading one to look “lost in time.” In contrast, the current understanding of rejuvenation emphasizes that fullness is a sign of youth and that youthful individuals are not taut, hollow, or skeletonized. Additionally, youthful individuals are not overly frozen, plump, or exaggerated in configuration.